Case Study: Global Mining Company achieves 56% faster case resolution with Sprinklr

Global mining company scales operations while reducing case resolution time by 58%

Global Mining Company, one of the world’s largest mining companies, faced the challenge of managing more than 10,000 customer interactions per month across multiple social media channels while operating in over 15 countries. With fragmented communication and the need for faster, more personalized support, it turned to Sprinklr Service to unify and scale its social customer service.

Sprinklr implemented a single command center with a centralized data layer and AI-driven moderation to bring Instagram, Facebook, Twitter, and TikTok interactions into one platform. The result was a 7% increase in CSAT, a 50% reduction in first response time, and a 56% decrease in case resolution time, helping Global Mining Company improve service quality, efficiency, and customer relationships.